OSC of the Month | Sara McCarthy

Lasso’s December OSC of the Month is Sara McCarthy, the Online Sales Team lead for eQ Homes in Ottawa, Ontario, Canada. In this interview, Sara shares her go to closing technique, how COVID impacted their team, and her advice to other teams in the industry.

Tell us about your company and role.

eQ Homes builds single family homes, townhomes, and condos in the Ottawa area . Our name stands for Enduring Quality, and it’s evident in every home we build, every community we create, and every relationship we make.

I started working in new construction as the OSC for eQ Homes in June 2019. We have since grown to a team of 2 and manage approximately 450 leads a month.

What is the most important tools you use in your role?

We could not function without Lasso CRM! Lasso makes the transition from online lead to onsite lead seamless for everyone involved. We also use the texting platform Podium on our website, so easy to respond to inquiries with this tool. I can confirm that people love texting!

What is your “go-to” closing technique to get an appointment?

Once we feel we have qualified the lead, and answered any general questions they may have, it only makes sense to direct them to the Sales Consultant to continue their buyer’s journey! “I would be happy to schedule you an appointment virtually or in person to chat in greater detail with the Sales Consultant on site. Which day and time works best for you?”

What/who are your “go-to” resources for training and/or support?

I am so blessed to have an amazing “Smarketing” team to lean on for anything! We are basically a group of friends with the same goal in mind–providing amazing customer service, selling beautiful homes, and ensuring quality in everything we do. I also rely on the people from Do you Convert and the Selling New Homes Online Facebook group.

Do you have any specific successes you’d like to highlight?

When COVID-19 hit Ottawa back in March it was unbelievable how our whole team was able to adapt to the new environment and ever-changing guidelines that were put in place to keep our city safe. We closed our physical Sales Offices and sold homes completely virtually with the help of our Marketing Team. We are all in this together!

Any tips or advice for fellow online salespeople and marketers?

If you do not have an OSC on your team, stop now and hire one! In this new virtual world we are living in it’s a must. Imagine a team dedicated to responding within 5-10 mins to every online lead that comes to your website or social media platforms. Blow them away with your response time, friendliness, product/community knowledge, and you will be one step closer to sealing the deal.

What are your favorite activities to do outside of work?

I am a social butterfly as they say! I love to be with friends and family, cottaging, snowboarding in the winter and traveling.